IFC Ticketing System

A complaint-ticketing platform for International Financial Centre Tower 2: tenants report building issues, staff resolve them, and supervisors track performance with SMART (Specific, Measurable, Achievable, Relevant, Time-bound) scoring and a leaderboard.

DRAFT: written from the screenshots. Add the real story, then set draft: false.

The problem

What it does

The platform has three roles: Supervisor (management), Staff (handles complaints), and Tenant (building occupant).

Everyone signs in by role: Supervisor, Staff, or Tenant.

Tenants report issues in the building and follow their progress.
Staff handle tickets, track their stats, and see their position on a leaderboard.
Supervisors manage the team, watch every ticket, and set how performance is scored.

All tickets with their status at a glance.

Supervisors choose how tickets are assigned.

SMART scoring: weighted criteria like first-response time and resolution time.

Supervisors register staff IDs before staff can sign up.

Ticket allocation

Supervisors choose how new tickets reach staff:

Manual: the supervisor assigns each ticket.
Automatic: the system assigns tickets based on workload.
First come, first served: the first staff member to take a ticket gets it.

Performance scoring

Each criterion (first-response time, resolution time, first-time-fix rate, SOP compliance…) has a weight, a min/max range, and a direction: cost (lower is better) or benefit (higher is better). These scores power the staff leaderboard.

Staff onboarding

Step 1: staff verify their ID and phone number.

Step 2: they complete their account details.